![](https://www.ynygrowthhub.com/wp-content/uploads/2023/12/Copy-of-Website_Content_1123_73-1.jpg)
Retaining customers
Keeping customers in tough times is vital for your business’s long-term success. In economic challenges, market disruptions, or crises, customer loyalty is especially valuable. Here are key ways you can improve your chances to retain customers, even when wider circumstances make it difficult.
![](https://staging.ynygrowthhub.com/wp-content/uploads/2023/10/dividers-07-1024x37.png)
Provide exceptional customer service
In difficult times, customers may have different problems to deal with – particularly if they are a business themselves also trying to cope. Ensure your customer support team is responsive, empathetic, and well-trained to address customer concerns promptly.
Offer flexibility
Be flexible with your policies and terms. Consider extending return periods, offering payment plans, or providing discounts to support customers who may be facing financial constraints.
Loyalty programmes and rewards
Implement or enhance loyalty programmes to reward loyal customers. Offer discounts, exclusive access, or special promotions to encourage repeat purchases.
Show how you add value
Provide additional value to your customers. This can include free resources / items, bulk purchase savings, or extended warranties. Demonstrating that you care about their well-being can foster loyalty.
Personalised marketing
You can make use of your customer data to personalise marketing messages and product recommendations, highlighting to different groups the different products and services that might be of most benefit to them. This shows customers that you understand their preferences and needs, rather than a blanket one-size-fits-all approach.
Be open about the challenges
When times are tough, people are understanding that this applies to businesses as well. Keep customers informed about the challenges your business is facing. Transparency builds trust and shows that you value your customers’ understanding.
Feedback and improvement
Actively seek feedback from your customers about their experiences with your products or services. Use this feedback to make improvements that meet their needs, and then publicly show these changes to demonstrate how you listen and act on what they have told you.
Diversify your business
Diversification, by adding new or amended products or services to cater to changing customer demands, can be a key element of helping retain your customers – as well as adding new ones. Examine what opportunities there might be, in a way that aligns with your core offer. See more about what steps you might take to diversify your offer.
Build trust through social responsibility
Customers make decisions based on how they feel as much as any practical considerations. Engage in activities or initiatives that resonate with your customers’ values. Show that you’re committed to making a positive impact on the community through working with local community and voluntary groups, supporting local charities, deepening a sense of trust and connection.
Plan for continuity
Have a robust business continuity plan in place to ensure that your customers continue to receive the products or services they rely on, even during challenging times. Read our guidance on creating a continuity plan for your business.
Maintain a positive online presence
Bad reviews can seriously impact your reputation, especially when word-of-mouth is so important, and they can spread quickly online. Monitor your online reputation, especially on sites such as Trustpilot and Google Reviews, and address negative feedback promptly. Show that you’re actively addressing issues and that you value customer opinions.
Stay agile!
Be ready to pivot your strategy and approach as the situation evolves. Businesses that can adapt quickly to changing circumstances are more likely to retain customers.
Remember that retaining customers during difficult times requires a customer-centric approach. Prioritise building relationships, delivering value, and demonstrating empathy. By showing your commitment to your customers’ needs, you can foster customer loyalty that lasts well beyond the challenging period.
![](https://staging.ynygrowthhub.com/wp-content/uploads/2023/10/dividers-07-1024x37.png)
Learn more
See how you can diversify your business
Learn more about identifying your target audience of customers
Articles
Local business support helps York business lead revolution in microscope technology
A pioneering York business is leading the way in cutting-edge microscope technology, thanks to local business support from City of York Council and the York and North Yorkshire Growth Hub.
Business Support Programme: 1:1 Social Media Support with Catch Design
Following a fully-subscribed programme last year, businesses in the North Yorkshire Council area once again have the chance to supercharge their social media and dial up their digital marketing with fully funded 1:1 bespoke support from industry expert Sue Thompson of Catch Design Management.
The importance of having a robust debt collection strategy for your business
Efficient debt collection is a key driver for growth in a business and a fundamental part of operating with healthy cash flows. It’s because, without the cash available when it’s needed to run the business day-to-day, there’s a risk of falling into financial decline.
Events
04th September 202412:00 pm - 2:00 pmFREE
York Retrofit Network
Come and join the York Retrofit Network, which is part of a wider project supported by Innovate UK to create a Retrofit One-Stop-Shop for York.
10th September 202410:00 am - 1:00 pmFREE
Charity Leadership Group: Peer Support for Harrogate’s Third Sector
The charity sector faces numerous challenges, from operational hurdles to broader societal and economic issues. To address this, we are proud to be launching a Harrogate-based peer-to-peer programme for charities, social enterprises and other third sector organisations based in North Yorkshire.
11th September 20247:00 pm - 9:00 pmFREE
Strive Live Start-up Incubator
Looking for start up support in York & North Yorkshire? Join this award-winning programme designed to help entrepreneurs.
Resources
Webinar Recordings : Making the leap: are you ready to start a business?
If you think you're ready to start a business, check out this exciting webinar where we'll find out what it’s really like to take the leap. Hosted by the team who bring you the Strive Live Start-Up Incubator.
Webinar Recording: Apprenticeships Unmasked – Are they right for my business?
Are you a business owner, or part of a business team looking to boost your workforce? Apprenticeships might be the answer, but there are many myths and misconceptions out there. Our webinar, "Apprenticeships Unmasked - are they right for my business?" is designed to clear up the confusion and provide you with the facts.
Webinar Recordings : Writing a Business Plan and Cashflow Forecast
These recorded webinars cover two topics essential to business, especially when applying for grants or loans - business plans and cashflow forecasts.